CLIENT
TESTIMONIALS

We have been working with 1Point1 for last 10 years and the association has been wonderful.
1Point1 Team has always been supportive in all aspects of our demands and have been
diligent in making the contact centre operations run as per our expectations.

SPEECH
ANALYTICS

Analysing your customer calls is a great way to gather insights
on customer satisfaction, customer churn, service issues,
employee performance, service campaign efficacy, and
competitive intelligence. However, the massive call volume
weakens a business’s ability of manually reviewing the call logs
and analysing each agent’s skill sets.

We support your business with deep Voice of Customer
analytics that predict customers’ propensity of next action.
These could be negative reviews on social media or escalation
of complaints. The timely alerts on problems that can result
on loss of customer patronage lead to the best course of
action to end such problems in the earliest stages. 1Point1
also offers technology-enabled, customised solutions to help
your agents reduce their average call handling time and
provide first time resolution on more calls.

We make it possible for you to reduce your customer
churn rate by uncovering the root causes of issues and
identifying at-risk customers.

Get your own Speech Analytics tools and support through 1Point1 to measure and track your
customer engagement through KPIs such as Customer satisfaction score (CSAT),
Net Promoter Score (NPS) and Customer Effort Score (CES).

We will make it simpler for your company to improve
its quality monitoring processes with larger samples
and interaction types. And we’ll also help you to train
your agents by analysing their individual performance.